Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. This week we're highlighting a few really important areas like building better data and customer marketing strategies, re-engaing lost and at-risk customers as well as acknowledging the intersection of CX and loyalty.
To achieve success in customer relationship marketing, brands have to avoid 3 common missteps. Take a closer look at your process, metrics, and data---shake things up and recalibrate often.
New Voice of Customer (VoC) research shows that increasing customer churn is one of the top trends that Fortune and Growth brands are experiencing. Customers value marketing that strengthens the relationship with their favorite brands. It's important for brands to remain relevant and regularly invest in "relearning" their customers.
Brands looking to wow their customers every time need to look further than just offering discounts. "CX is a moving target, not a silver bullet for loyalty — you can’t expect a one-off CX push to solve your loyalty problems" says Ross Paquette, chairman and CEO of Maropost. While you may be "getting it right today" months down the road old technology, new channels and customer expectations could leave your brand with an out-of-date strategy.
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